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I've implemented this type of 'spoofing' system. Nothing happened. It was super valuable, both for the customers and the customer success team. Long as there is
by ThalesX 3y ago
I've implemented this type of 'spoofing' system. Nothing happened. It was super valuable, both for the customers and the customer success team. Long as there is an audit log, things should be OK until a certain scale is reached.
Also most companies have a backoffice that should provide access to the information and possibility to apply actions to the state. So just giving access to this information in a more limited way that mimicks the customer's view is a no brainer for early-stage.
* Small company; two-sided marketplace with some hundreds of thousands on one side, and some tens of thousands on the other, so rather small scale.
- marcod 3y agoI've worked in companies where it wasn't a thing and we were horribly ineffective at helping customers with complicated issues on our system.
- ThalesX 3y agoIt's my current predicament. I'm consulting for a 'serverless' startup that shuns away any sort of backoffice and / or impersonating. They also don't store logs, just what the infrastructure provider offers, so, a tail to live prod data. It's just horrible to investigate a customer issue and is a frustrating experience both for the devs and the customers. "Hello, <customer>, do you mind doing the exact same operation you were complaining about right now?", then it's shifting through microservice logging hell.